SE (Systems Engineer) as Trusted Advisor

Helping customers make good,
balanced decisions

“LSA Global demonstrated expertise in the sales leadership subject matter, spent the time to make sure the objectives were clear, and showed flexibility in shaping the session and sustaining it. Their facilitator “MEDRADized” the session, looked beyond the obvious, was enthusiastic, was able to keep people’s attention, made it enjoyable, and got the key points across.”
Doug Stantial | Sales Training Manager | Medrad

Description:

The title “trusted advisor” can not be bought or sold, nor can anyone become a trusted advisor to another without personally earning that favored status.

People consider others to be their trusted advisors based on a track record that has proven to be helpful beyond the norm, trustworthy beyond the expected and personally valuable beyond what would otherwise be considered a fair interpersonal exchange.

No wonder trusted advisors have earned favored access unavailable to others and have gained an open consideration of their ideas and recommendations in good times and when things get tough.

The SE as Trusted Advisor workshop is based on an important business premise: Customers will be more receptive to technical advice and proposed solutions if Systems Engineers are successful at developing a trusting business relationship with those customers.

To build such “trusted advisor” customer relationships, SEs need to offer much more than just technical expertise.

SEs who are trusted advisors also demonstrate sophisticated interpersonal skills — skills that invite their customers to perceive them as people they can turn to for honest and competent advice on important business matters.

In practical terms, achieving the status of a “trusted advisor” requires and SE to:

  1. Demonstrate an uncommon depth of business empathy and added value
  2. Build exceptional interpersonal rapport
  3. Express an extraordinary desire and ability to help the customer succeed in the broadest sense

Interactive Design

Each unit in the SE as Trusted Advisor workshop contains multiple interactive, learn-by-doing developmental activities designed to:

  • Raise awareness of SE strengths and areas for continued development
  • Provide SEs with increasingly complex practice opportunities
  • Challenge the participants to apply new concepts and skills to important real-world customer relationships and internal relationships

Activities and tools include:

  • Pre-work profile of key customer relationship(s)
  • Written materials that provide concise definitions, summaries and examples of the trusted advisor skills and techniques
  • Single-skill practice activities that isolate and strengthen specific new skills
  • Multi-skill practices that bring it all together
  • Videotaped, individual practice activities with professional feedback and in-the-moment expert coaching
  • Group exercises that support the sharing of best practices
  • Application exercises that link the workshop’s content to real-world, back-on-the-job performance

Outcomes:

The SE as Trusted Advisor workshop enables SEs to consciously and skillfully build more mutually rewarding business relationships with customers.  Specifically, after the workshop, SEs will be able to:

  • Talk about their ideas and solutions in a customer-centric way that is clear, memorable and uniquely helpful to the customer
  • Build rapport and demonstrate their ongoing concern for the customer
  • Engage in healthy, constructive conversations with customers during good times and—even more important—during difficult times
  • Identify actions they can take to enhance their personal positive impact
  • Ask thought-provoking questions to collaborate with the customer to reach a deeper, mutual understanding of the situation
  • Use the whiteboard interactively to demonstrate their personal credibility, engage the customer collaboratively in problem solving and clearly illustrate ideas and solutions

These new and strengthened skills can help SEs become even more valuable to their organization, to their sales partners and to their customers.

Target Audience:

Any SE who wants to become a trusted advisor and add more value to their customers.

To speak with an LSA Expert and learn about program customization and delivery options onsite at your company, please contact us.

Related Information

We needed a way to improve training with our customers. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a way to go to market with our training that improved our customer touch. LSA delivered what we needed in the time we required.

Hinda Chalew
Vice President of Marketing

Valchemy-large-gray

This was our first experience working with LSA, and we were not disappointed. From beginning to end, they were as invested in making sure the program succeeded as we were. They not only met the needs of our organization, but they helped us meet our very tight launch deadline. The consultant operated with the sense of urgency necessary to ensure that by the end of the training the trainer sessions we were ready to roll the program immediately out. Without their dedication and expertise we would not have been able to launch the program with the success that we did. Thank you LSA for being a valued business partner!

Erin Surprise
PHR, Manager - L & D

Plato-large-gray

Seagate has always found LSA to be a valuable resource. LSA delivers top quality solutions when we need them with just one call. The recent business sales training programs they’ve delivered for Seagate University have been the right solution, highest of quality and customized to our business and culture. I would highly recommend LSA to any company interested in offering top notch learning solutions.

Tammy Dujmovich
Sales, Marketing & Customer Service

Seagate

We turned to LSA Global to help us take our executive selling and solution selling skills to the next level, which will ultimately help our customers succeed. Their ability to formally assess our situation, identify key sales skill gaps, develop a plan to measure the results, and fully implement a key sales initiative – has been outstanding. LSA delivers the full solution; not just sales training and I would recommend them to any organization looking to transform its sales force the “right way” to sell higher and wider.

Daniel Heckman
Director of Sales-Enterprise Accounts

Avid

LSA Global’s negotiation training assessment and workshop provided sales negotiation tools and practices that have significantly enhanced our negotiations process. Their facilitators understood our business, its challenges and framed the learning in a way that we understood. I am very happy with the value we have received from this program, and would highly recommend LSA to others looking to improve their sales negotiations results.

Jeff Bizzack
President

Service Source

In an effort to establish a solid foundation of consultative selling skills for our client-facing teams that can be built on over time, we engaged with LSA Global. By understanding our business and our markets, LSA Global was able to develop and deliver the relevant skills, tools and processes that have established the foundation for our future success. We are very satisfied with our decision.”

Kevin Wiley
Chief Operating Officer

Nelnet

We recently hired LSA to help us take our client delivery methodology to the next level as we continue to grow and help our clients succeed. The custom strategy and design session exceeded my expectations. They really understood our business and turned around the project within a tight timeframe. LSA’s consultants were the best I have seen for this type of project. LSA’s ability to get a group of 20+ executives from around the globe on the same page, push their thinking to new heights, and ensure an executable plan was excellent. I would recommend LSA to anyone looking to take their plans and execution to the next level.

Rob Sturgeon
EVP Client Delivery

Service Source

LSA is an excellent training outsource partner! They listen to our needs, are responsive and work at a pace that keeps up with ours. We have found LSA to bring strategic and innovative solutions to meet our business problems by partnering effectively with our staff. I consider them to be an external extension of our team.

Wendy Chinn
Sr. Director, Global Sales Enablement

Mercury-large-gray

We evaluated 6 well known sales development partners in the market. Late in the process we discovered an organization called LSA Global. We ended up selecting LSA global because of their unique model (bringing together best-of-breed organizations under 1 umbrella to deliver the best solution to meet a customer’s needs). Additionally, LSA had the strongest assessment, implementation, measurement, coaching, and global capabilities combined with an excellent program focused on true executive selling. We’ve had such strong feedback that the program has developed a buzz and there are requests to roll it out within the Marketing, Product Management, and Executive teams.

Stephanie Lucey
HR Manager

avid-large

We value the relationship we have had with LSA over the years. LSA has delivered top quality solutions when we needed them. They pay special attention to ensuring the content fits our current needs and that the facilitators are familiar with our business and culture. I would recommend them to anyone looking to greatly improve the skills of their sales force.

Carol M. Harbin
Manager, Worldwide Sales L&D

AMD

The sales strategy and goal setting session was right on target. It was a very valuable process that I highly recommend to any sales team.

Phil Rosenberg
Senior Vice President of Sales

sonycomputer-large

One of the most dynamic sales training programs I have had the pleasure of being involved in. Nothing I have experienced comes close to them. The sales principles are unique to contact centers and can be applied effectively in sales and customer service-oriented operations.

Software Company
Director of Sales Development

We originally engaged with LSA Global to help our subcontract administrators and buyers develop better negotiations skills. As manufacturers of satellites, we have many sole source companies to procure the required parts.

Our teams must be able to interact effectively with international companies. This environment uniquely challenges our team in their ability to create an equitable contracts, while preserving and strengthening our supplier relationships.

LSA Global not only provided our team with the skills to negotiate effectively and consistently, but we further expanded our relationship to include consulting around our negotiations’ process, measurement of our negotiations, and one-on-one coaching for our team members. We are very pleased with the result of our partnership with LSA Global.

Vivian Mackintosh
Vice President of Materiel

Space Systems Loral

Originally, we launched a RFP to identify and partner with a sales training provider to improve the skills of the sales teams in the distributor network. However, throughout the process, LSA Global challenged our thought processes and engaged with us by suggesting that we focus on the systemic factors that create a high performance environment first, before we focused on the more symptomatic needs of sales skills training. LSA Global has identified the two strategic moves that will enable us to create a high performance environment and we continue to seek their guidance on implementing those moves, as well as other key needs.

Kim Benson
Director Human Resources

Trimble

For the past 5 years LSA has consistently delivered top notch value to Seagate’s Corporate University Program. The level of facilitator involvement and continuous program evolution has kept the sales negotiation training content and lessons engaging and relevant. We look forward to working with LSA in the future.

Geoff Purnell
Sales Executive, Seagate Data Recovery Services

Seagate

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